Complaints

• Initial Complaint

  01/15/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  on 1/6/2025, I ordered a towel set from Brooklinen( order # ***************). The price was $59.43. The towels arrived fraying and substandard. I immediately called and asked for an exchange. I was refused because my order was "Last Call", meaning no returns. I explained that I was asking for an exchange, since the towels were not as described. They refused but agreed to have a supervisor call back in an hour. They did not.I am asking for an exchange.

  Business response

  01/16/2025

  Hi *****, 

  We apologize for the delay in hearing back from our team about your request to exchange your items. I've taken a look at your communication history with us and I see that we did get back to you about this a few days ago via email and you have already initiated the exchange process. When you go to place your new order, please make sure to reach out to us again and we'll gladly issue a refund for the return fee. 

  Have a great day!

  The Brooklinen Team

   

  Customer response

  01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  12/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Extremely unfortunately, I signed up for messages from this company - Brooklinen. When I began receiving far too many messages, via *****, I removed the company from my ***** contacts. Their messages are identified with +*****. I also blocked them. Despite this, I am still receiving unwanted messages! What is WRONG with this horrible company? I have a screenshot taken today, Sunday, 22 December, around 9:00 in the morning.

  Business response

  01/02/2025

  Hi ******,

  Thanks so much for sending us a message about this. I apologize that you haven't been able to unsubscribe from our list to this points, and for any trouble this may have caused you. First I'd like to confirm that if you a re unsubscribed form our marketing lists, you should not receive any more messages, and we do not send messages to any number that has been explicitly unsubscribed.
  
  I will admit that I've never seen anyone be subscribed to our marketing through their Skype account, so your situation is a bit out of the ordinary in that sense. I've checked your phone number on record and can confirm that it is unsubscribed, and you should not be receiving our texts to that number. My best guess as to what is happening here is that your ***** account has a different phone number being used, and that number is still subscribed. As far as finding you a solution, you have a couple of options. The first would be to manually unsubscribe by responding "STOP" to any text message from us. Once you do so, you should immediately receive a confirmation that you've been unsubscribed. The second option would be to block our phone number in Skype. I know you've already removed the contact from your Skype contacts list, but blocking it would ensure you don't receive any more messages. Lastly, if you find that you still are having trouble after trying those options, you can feel free to reach out to us via email at ******************************** and we will be happy to help troubleshoot with you. 

  Have a great rest of your day!

  Best,

  The Brooklinen Team

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my deep disappointment with how my warranty claim for Luxe Pillowcases purchased in 2016 has been handled. These pillowcases were heavily marketed under your lifetime warranty, which was a major factor in my decision to purchase and support your brand during its early years.Despite being eligible for replacement under the lifetime warranty, *** been offered a store credit instead. This credit does not cover the cost of new pillowcases due to significant price increases, leaving me to pay the difference. This feels unfair and contradictory to the original promise of free replacements for defective items.Ive already replaced the pillowcases twice, demonstrating their quality issues over time. A store credit is not an acceptable substitute for a replacement, and this experience leaves a poor impression of Brooklinens commitment to its ************ an early supporter of your business, I expected better treatment and adherence to the warranty terms. Please honor your original commitment by replacing the Luxe Pillowcases as promised under the lifetime warranty.

  Business response

  12/13/2024

  Hi *****, 

  Thank you for reaching out to us, and Im sorry to hear that you're disappointed with the resolution of your warranty claim. I completely understand how important it is for you to have your product in great condition, and I want to ensure we clear everything up for you.
  
  To clarify, our previous lifetime warranty covers up to two replacements for any amount of time after the purchase date (hence, lifetime). However, we do understand that the term lifetime can sometimes be interpreted in different ways, including "unlimited" which was not the intention when it was created. As such, we are not able to offer a replacement in this case, and we apologize for any confusion our policy may have caused.
  
  That being said, I understand that you may not have understood the nuances of the policy when you purchased your item, so we've asked one of our Customer Experience Supervisors to reach out to you with a solution. They'll message you via email and help you get a refund for the difference you paid for your Pillowcases.

  As always, if there's anything else we can help with in the future please feel free to reach out to us via email or phone. We hope you have a great day!

  Best,
  
  Brooklinen

  Customer response

  12/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed order #*************** around this time last year in advance of my parent's visit to ********** for the Christmas Holiday. These towels were for Guest Bath towels for my parents who come in town from ****** only 2-3x a year. Since then, these towels have been used only 2-3 times. My parents came in town over Thanksgiving a couple weeks ago, and my mother commented about the towels. She said they did not seem to be holding up, and I told her I paid top dollar for them and I trusted the quality but it's frustrating to hear her feedback, as I have not had other guests using this guest room. They have pulls, look very worn-out, and I am NOT HAPPY. They are wearing incredibly fast for the $370.11 I paid for this towel set, which is advertised as a high-end super-plush luxury towel set. It's FALSE ADVERTISING!I purchased from you (and also Parachute Home) because I wanted to comparethe two. We've had our Parachute Home towel set in our primary bedroom bath for over 3 years. I debated purchasing Parachute for our Guest Room, but I elected to purchase Brooklinen to give them a try, since they were $50 less for the set. However, for that price difference, the towels should not have worn so quickly. I have NEVER had to replace my Parachute Home Towels. We still use them to this day, and they are wonderful. Brooklinen towels are terrible and do not wear well. I know Parachute Home is one of your key competitors. I would like to know what Brooklinen will do to rectify this situation for me. I am disappointed in my purchase and unhappy with my customer experience. I trust you will do the right thing to ensure Customer Satisfaction. I am more than happy to return the full towel set to you, so you can see the condition. I am open to an amicable resolution - preferably sending you the set back to you and getting a refund, but would settle for new towels, to see if they quality has improved since I purchased them.Thank you.

  Business response

  01/02/2025

  Hi ********, 

  Thanks so much for messaging us about this. I'm sorry to hear that your towels have not seemed to hold up over the last year. I can honestly say that this is not common for our products, and we'd like to do our best to make this right for you. Based on your description, it certainly sounds to me like your Towels are defective, and would be covered under our 2 year limited warranty. Please rest assured, I've already contacted one of our supervisors, and they'll be reaching out to you shortly to offer you a couple of options for a solution. 

  If you have any other issues in the future, please feel free to reach out to us via email or phone and our team will be happy to help as best as we can. Until then, I hope you have a great rest of your day!

  Best,

  The Brooklinen Team

  Customer response

  01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  ********* Thanks for your reply. Apologies Ive been super-sick over the holiday and delayed in my reply, and now my family (brother/sis in law/nephews/uncle)caught in the wildfires in ***** so its been a crazy week!
  
  Candidly,I am concerned about the quality of these towels. After a few washings, they look really used and dismal. I even washed them with Oxyclean to brighten them up, but the towels feel super-rough.

  
  I have brand new ** High Efficiency front load washers, purchased a year ago, and they should not look the way they do. As I mentioned in my complaint, I also purchased Parachute Home Turkish towel set a while back (2+ years ago) for our primary bedroom - and theyve lasted to the point I do not even feel a need to replace them even at this point. The white ones I purchased from you were for our second guestroom and only my 75 year old parents were using them a few times here and thereand they are a light use. Do you have any recommendations for me? I hate to ask for my money back..and I can send you some pics tomorrow (when its daylight) so I can get good shots, so you can see a pic of one of the hand-towels (used 1x/washed 1x vs a handtowel used/washed 3-4 times) its really a huge difference. I was looking at it the other day and couldnt believe the difference. I am also worried about the pulls in the fabric.
  
  I was at the Restoration Hardware outlet the other day and purchased $300+ worth of their 650 g Turkish white towels to replace these brooklinen ones, but I am willing to give them another try via a replacement.Thoughts?

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ******
  
  
  
  
   
  

  Business response

  01/09/2025

  Hi ********, 
  
  We can definitely proceed with either a refund or a replacement, whichever you prefer. Since you've already replaced your towels with a different brand it sounds to me like a refund would probably be the best bet for you here, since we really wouldn't want you to have to spend doubly because of this situation. I see you replied via our BBB thread and I just wanted to let you know you might prefer to respond via our personal email thread, just avoid any of your personal information being published on the BBB site. I will follow up with an email shortly!
  
  Best,

  *********

  Customer response

  01/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the proposed resolution (a refund) is satisfactory to me and the matter has been resolved once I receive the refund. Very grateful to Brooklinen for your support!
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  12/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a bundle from this website on sale for Black Friday and used shop pay to split my payment. When it directed me to shop pay I had to change my address from my old shipping address and when I confirmed the order it was still getting sent to my old shipping address. I immediately emailed the company and they said they did not do address changes or cancellations. My things got delivered to the old address and now they are gone. I already placed a replacement order to my address not using shop pay.

  Business response

  12/18/2024

  Hi ******, 

  Thanks for letting us know about this! While it's true that our abilities to make address changes are very limited after an order has been placed, I've reviewed your interaction with our colleague and I think we could've done a bit more for you on our end. We'll make sure to give the agent you spoke with feedback about this and let one of our supervisors know to reach out to you with an appropriate solution for your problem. You should receive an email within 24 hours.

  Have a great day!

  Best,

  Brooklinen

• Initial Complaint

  11/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am a loyal customer who has spent over $2,200 on ********************** products in recent months. Despite my trust in their premium brand, *** experienced recurring issues with my orders and inadequate resolutions from their customer service team.On October 8, 2024, I placed an order for the Classic Percale ******** Bundle (King, Fresh ****). On October 18, 2024, I received an email stating that my item was on backorder until October 31, which I accepted. However, on October 22, 2024, I was informed via email that the order had been canceled without my consent due to a technical error. Brooklinen refunded $313.69 for the canceled item but did not consult me before issuing the refund.I repeatedly communicated with their customer service, expressing my willingness to wait for the item to restock, but they insisted I place a new order later. This disrupted the bundled discount I initially received and forced me to monitor their website for restock updates. Despite my patience and loyalty, Brooklinens response has been dismissive, offering inadequate compensation such as $13.51, ***** points (worth $25), and a 25% discount code. None of these gestures reflect the inconvenience, time spent resolving the issue, or my significant investment in their products.Desired Resolution:A meaningful refund or credit reflecting the inconvenience caused valued at a minimum of $200.A formal apology acknowledging the mishandling of my order and poor communication. E.g. Cancellation wiutghoyut consent. Assurance that Brooklinen will improve its order and communication processes to prevent similar issues in the future

  Business response

  11/21/2024

  Hi ***, 

  First I'd like to apologize for the experience you've had to this point, as this is not the standard we hold ourselves to. For some context, we have a team that routinely monitors orders that are on hold due to unexpected backorders (such as yours) and cancels them to prevent us from holding the customer's funds for an extended amount of time. Normally, we do reach out to the customer to make them aware and let them know that we will price match the item in the future if they choose to repurchase. That was not done in this case, and the teammate responsible for that has been given coaching on the situation so it does not happen again in the future.

  With regard to your request for an additional refund, we will not be able to honor that. I've checked your correspondence with our team and see that you were issued the refund totaling $13.51 as a price match to your original purchase, which is what was promised to you. Our policy requires that refunds be tied to specific issues related to the product, such as a damaged or defective item, rather than general inconveniences. I should add that the 25% off discount code shared with you is equal to the largest discount we offer all year, and you should be able to place an order using the 1000 points we issued you to receive a product for free (or close to it). We find that this is appropriate compensation for the issue you experienced.

  That being said, if you have any other questions or if there's anything else you may need in the future, please feel free to reach out to us via email and a member of our team will gladly help. Have a great day!

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a comforter from Brooklinen that has a manufacturing defect. However, the company has been uncooperative in addressing my request for a warranty exchange. Despite my multiple attempts to explain the situation, Brooklinen has repeatedly requested additional photos of the defect, even after I mentioned that the issue is difficult to capture in pictures. Furthermore, their responses have been delayed or absent altogether, making it nearly impossible to move forward.I have offered to ship the comforter back to Brooklinen for their examination, but my request has not been acknowledged. This situation has left me frustrated and without a resolution for an item that should be covered under warranty.

  Business response

  11/13/2024

  Hi *****, 

  We would like to apologize that your warranty claim has taken as long as it has to be resolved. I've taken a look at our communication history with you and I'm seeing that the reason for the delay was that we were waiting for additional pictures of the damage in order to determine if your comforter was defective. I see that you did send us those pictures 2 days ago and one of our agents responded by saying your claim would be approved and that we need you to confirm your shipping address to send the replacement. If you respond to that email with your shipping address we will send your replacement as soon as possible. 

  Thank you for your patience!

• Initial Complaint

  10/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Brooklinen will not let me ship to my address that I have use many many times in the past. **************** is rude and they do not care if they lose my business and claim they will not fix the blocked address.

  Customer response

  10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Brooklinen had fixed the address issue. 
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a blanket from this company when I didnt receive it on the day, stated I inquired where it was. They checked with ***** and were told it was lost so they canceled the order. However, ***** found the package. It was about to deliver it, but upon the store instructions sent it back and now the store refuses to send it back to me.

  Business response

  07/31/2024

  Hi *******, 

  We've taken a look at our internal records and it appears this issue has already been resolved by one of our customer service representatives. The following is a recap of what occurred for our records: 

  You purchased a Cotton Linen Blanket in Blue. It was shipped out to you and ***** encountered a delay while delivering it. ***** then marked the item as undeliverable, and per our general rules they attempted to return the item back to the shipper (us). Because your order was being sent back to us and we were sold out of the item you purchased, you were issued a full refund and given the option to purchase the same item in a different color, which you refused. We communicated that it may be possible to order the item in the color you preferred from one of our retail stores and offered you their phone number so you could contact them to place your order, and you also refused that. After you were refunded, you were able to pick up your original package from a local carrier location and ultimately received the item. 

  We don't believe any more action is needed from our end, but if you ever need anything else in the future, please feel free to reach out to us via email and we'll do everything we can to help.

  Best,

  Brooklinen Customer Experience

  Customer response

  08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  I had tried to retract the complaint, but I never got a complaint number as it was resolved before I got this email.
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am disabled and just out of the hospital and I needed some sheets and I contacted brooklinen. In the set I wanted, I was shocked how few colors were available since I already own two. Its like they offer so few to force the customer to buy extremely expensive sets just to have the privilege of getting basic colors like blue, red, green, etc. The representative acknowledged that didnt seem fair and then promised me she could help me get the color I wanted a different way. However this way didnt work either and she seemed to not even care she had promised me minutes before I would be able to get what I needed. I asked for a supervisor to call me back and they told me to wait ***** hours. However no one ever called me. I received an email that didnt address my issue at all and didnt give me any opportunity to speak with a human being. I wrote back that I would make a BBB complaint and soon after that I got a second email asking me to please wait for a call for ANOTHER ***** hours and this was from a supervisor named *****. She assured me they were sorry and she wrote things would be made right because of the problems I had encountered and she specifically mentioned my health problems as something they took seriously in not wanting to cause an extremely ill customer to have to go through what I want through. ***** lied too. I got a call from some man I could barely understand who basically wanted to upsell me to a much more expensive set than I needed which they already knew. I missed the sale they were having because of all the days I waited and they treated me as bad as any company ever has and you could absolutely tell they didnt care. I was not surprised to come here and see they have a D- rating. Theyre probably happy about that too. I am feeling extremely anxious and ill because of what this company has done and will also be looking at an Attorney Generals complaint as well. No company should lie and disrespect their customers. Management should reply.

  Business response

  07/16/2024

  Hi *****, 

  After reviewing your communication history with our team, we'd love to take the time to respond to some of your comments and offer our best advice about this situation. First, we want to clarify that we offer a large number of color and pattern options that rotate periodically and seasonally throughout the year. Some colors are available in all of our collections and others are exclusive to individual ones. This is done because some colors work best with the sheen and texture of certain collections, and we only ever want to put forth our best offerings. In cases where some colors are not available in certain collections, we suggest subscribing to our mailing list to know when new colors that better fit your wants come around. 

  With regard to your conversations with our customer support teammates, our records indicate that every time you were able to reach one of our teammates you hung up on them, presumably because of your desire to only talk to someone if they were located in the ** or ******. Our customer support supervisors don't usually take calls from customers, so we have to schedule them and usually our wait time is around ***** hours (though we usually are able to call sooner than that). That being said, I can confirm that we did have a supervisor call you back several times and there was no answer every time. In order to be thorough, we sent follow-up emails after each call just to make sure we were able to get in touch and we've never received a reply from you.

  We sincerely apologize for any ill feeling or anxiety we may have caused you throughout this process, and we can honestly say we tried our best to give you the best service we could have given the circumstances. For the future, we hope you'll give us another chance if a color you like is being offered in one of your preferred collections and if you decide to reach out again, we hope you'll reciprocate our efforts to get in touch and help. 

  Have a great rest of your day.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩